Help Desk Analyst

Company: The Computer Merchant
Location: Chelsea
Posted on: March 16, 2023

Job Description:

JOB TITLE: Help Desk Analyst JOB LOCATION: Boston, MA WAGE RANGE: 35-38/hr JOB NUMBER: 23-00616 JOB DESCRIPTION The Help Desk Analyst provides IT technical support to users working on site or remotely as a first level support. The Help Desk Analyst reports to the Manager of Service Delivery and plays a pivotal role in the IT Departments customer service strategy. As the first line of support, the Help Desk Analyst will respond to calls, emails and tickets in a professional and supportive way attempting to resolve as many requests as possible or assigning them to the next level of support within the organization. DUTIES & RESPONSIBILITIES: In specific the MBTA IT Help Desk Analyst will perform he following duties:Support / troubleshoot a wide range of software applications and hardware systems for our end user community in order to enable them to complete their job Monitor help desk ticketing system, ServiceNow, for tickets assigned to the help desk to process or triage tickets to other support groups. Respond quickly and effectively to requests received through the IT Help Desk Manage the onboarding of new users, creating AD, email, application and VPN accounts Manage the proper off boarding process when disabling an MBTA account Provide remote access/VPN support and training Utilize remote control to take over of a users desktop in order to resolve issues Respond to each inquiry, whether from a customer, vendor or coworker in a professional and courteous manner Leverage internal and external resources (knowledge bases, manuals, and support sites, vendors) to answer questions and resolve issues. Be an advocate for the end user to ensure he or she receives high quality and timely service and support from the entire IT organization. Adhere to the rules, regulations, collective bargaining agreements and policies of the Authority including the EEO, Anti-discrimination, and Anti-Harassment, and AntiRetaliation policies. Perform related duties and projects as assigned MINIMUM REQUIREMENTS/QUALIFICATIONS: Outstanding troubleshooting skills Have excellent customer service skills Be able to work as part of a team Two (2) years of experience in help desk support or related experience. High School Degree or equivalent The ability to learn new technologies and applications. Possess solid written and verbal communication skills. Be a mature, self-motivated, professional able to work in a fast paced, changing environment. The ability to pass: background screenings, a Criminal Offender Record Information (CORI) check In addition, the MBTAs medical requirements, including a physical examination and drug and alcohol screening. Have a satisfactory work record including overall employment, job performance, discipline and safety records. The ability to work effectively with a diverse workforce. PREFERENCES INCLUDE: A Bachelors or Associates Degree from an accredited institution in Computer Science, Business or a related field. Certifications for supporting PC hardware and software. Equal Opportunity Employer Veterans/Disabled While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

Keywords: The Computer Merchant, Chelsea , Help Desk Analyst, Professions , Chelsea, Massachusetts